Customer Refund & Satisfaction Policy

Terms governing requests for refunds, credits, and usage thresholds for Prepl products and services.

Last Updated: July 25, 2026

1. PURPOSE#

1.1Policy Overview. This Customer Refund and Satisfaction Policy ("Policy") outlines the terms under which customers ("you," "your," or "User") may request refunds or credits for Prepl products and services ("the Service").

1.2Agreement to Terms. By purchasing or subscribing to any plan offered by Prepl Inc. ("Prepl," "we," "our," or "us"), you agree to this Policy, our Terms of Service, and our Privacy Policy.

1.3Platform Operation. This Policy exists to balance customer satisfaction with the fair and sustainable operation of a real-time, usage-based AI platform.

2. OUR COMMITMENT TO YOUR SUCCESS#

2.1Outcome Driven. Prepl is built to deliver real, measurable outcomes—helping users perform better in interviews and advance their careers.

2.2Product Support & Good Faith. We stand behind the quality of our product and support our users through education, onboarding, and customer success—not blanket refunds. Refunds are evaluated carefully, fairly, and in good faith.

3. REFUND ELIGIBILITY BY PLAN TYPE#

3.13-Day Money-Back Guarantee (All Plans). We offer a 3-day (72-hour) money-back guarantee on initial and renewal subscription charges.

3.2Eligibility Requirements. Request must be submitted within 72 hours of the charge. The current billing period must not show substantial use. The guarantee applies once per customer.

3.3Substantial Use Definition. Substantial use means completing at least 3 interview sessions in the current billing period, each lasting strictly more than 10 minutes. A session lasting 10 minutes or less does not count toward this threshold. Accounts meeting or exceeding this threshold are not eligible for a refund.

3.4Monthly Plans. Monthly plans are covered by the same 3-day guarantee. After 72 hours, monthly payments are final, except for verified product or technical issues reviewed case-by-case when the account has no substantial use. Cancellation prevents future charges but does not refund the current billing period.

4. HOW TO REQUEST A REFUND#

To request a refund (where eligible), email support@prepl.me with the following details:

  • Account email
  • Purchase date
  • Plan type
  • Reason for request

Approved refunds are processed within 5–7 business days to the original payment method. For Stripe payments, non-refundable processing fees are deducted from approved refunds.

5. NON-REFUNDABLE CIRCUMSTANCES#

Refunds will not be issued for:

  • Requests outside the eligible time window
  • Monthly plan purchases (except verified technical failure cases)
  • Accounts with substantial or abusive usage
  • Failure to achieve interview success or job outcomes
  • Duplicate accounts or repeat refund behavior
  • Violations of our Terms of Service or Fair Use Policy

6. REFUND REVIEW PROCESS#

All refund requests undergo internal review using:

  • Usage data
  • System logs
  • Account history

Refunds are a good-faith exception, not an entitlement. Prepl reserves full discretion to approve or deny any request.

7. FAIR USE & ANTI-MISUSE POLICY#

To protect our platform and community, we prohibit:

  • Account sharing
  • Commercial or team usage on individual plans
  • Automated scraping or abuse
  • Refund manipulation or dishonesty

Confirmed misuse results in immediate termination, loss of refund eligibility, and permanent access restriction. No refunds are issued in cases of misuse.

8. CUSTOMER SUCCESS SUPPORT#

8.1Onboarding & Guidance. Before requesting a refund, we strongly encourage contacting our Customer Success team. Many issues are resolvable through onboarding, guidance, or configuration help.

8.2Contact & SLA. Contact: support@prepl.me | Response time: 24–48 business hours.

9. LIMITATION OF LIABILITY#

9.1Liability Cap. To the maximum extent permitted by law, Prepl's liability shall not exceed the amount paid by you in the most recent billing period. We are not liable for indirect, incidental, or consequential damages, including missed job opportunities.

10. POLICY MODIFICATIONS#

10.1Updates & Revisions. We reserve the right to update this Policy at any time. Changes take effect immediately upon posting. Continued use of the Service constitutes acceptance of the updated Policy.

11. GOVERNING LAW#

11.1Jurisdiction. This Policy is governed by the laws of the Province of Manitoba, Canada. All disputes shall be resolved exclusively in Manitoba courts.

12. CONTACT INFORMATION#

12.1Direct Inquiries. Email: support@prepl.me | Location: Winnipeg, Manitoba, Canada.